Auto-close tickets
Tickets nobody has written in for a while close on their own. The customer gets a warning first.
The settings are in “Settings → Team & routing → SLA Policies”, in the “Auto-close & inactivity warning” block. Auto-close is on in a new project. The owner and admins can change it.
Settings
| Field | Default | What it does |
|---|---|---|
| “Auto-close inactive tickets” | on | Turns auto-close on for the whole project |
| “Close after” | 6 h | How many working hours a ticket may stay silent |
| “Warn before closing” | on | Sends the customer a warning before the ticket closes |
| “Warn ahead by” | 2 h | How many working hours before closing the warning goes out (0.5 h steps) |
| “Max warnings” | 1 | How many warnings to send; 0 closes without a warning |
How silence is counted
- The clock runs from the last message by the customer or an operator. Bot messages, the warning included, don't reset it.
- Only working hours from the project schedule count — with its time zone, exceptions and windows past midnight (e.g. 04:00–02:00). With no schedule, time runs around the clock.
- Every ticket except closed and resolved ones is checked. The background job runs every 15 minutes, so a ticket may close slightly later than calculated.
The warning
The warning goes out when “Warn ahead by” is left before “Close after”. Several warnings are spaced by the same interval. After the last one the ticket closes no sooner than “Warn ahead by” later. With the defaults: a warning after 4 silent working hours, closing after 6.
- Telegram and the widget: a message with Close ticket and Keep open buttons. Keep open restarts the countdown while the Reset timer on “Keep open” switch is on (it is by default); with it off, pressing it doesn't postpone the close. Close ticket closes the ticket right away (in Telegram, after a confirmation).
- BILLmanager and email: a plain text reminder. A reply from the customer restarts the countdown.
- VK, WhatsApp and API: no warning is sent; the ticket closes on the same schedule.
The Telegram warning text and button labels are edited in “Settings → Channels → Telegram bot”, block “Inactivity warning texts”. The text can use {hours_left} and {ticket_id}.
What happens on close
The ticket becomes closed, its card in the team's Telegram group is updated, and a BILLmanager ticket is closed in BILLmanager too. Nothing is sent to the customer at this point — they already had the warning.